Customer Service Analyst

Skill required: Voice - Service Desk Voice Support


Designation: Customer Service Analyst


Qualifications:Any Graduation


Years of Experience:4 to 5 years of Contact Center Experience


What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.1. Plan proper allocation of work.2. Support Team lead / Manager with Daily stats / reporting and MOS.3. Enrich team members with a clear sense of direction and understanding of each others responsibilities.4. To be available on the floor through the day to resolve process related issues.5. Participate in Team building activities.6. Create effective QC and Audit mechanism within process to ensure delivery on SLA's.7. Assist in training/educating HRO personnel on learning and acquired skills in process. Provide training sessions for new hires on payroll systems, processes, and US payroll regulations.8. Develop and maintain training materials, process guides, and troubleshooting documentation for easy reference.9. Willing to work night shifts from the office, with the option to transition to a hybrid model after stabilization.The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.


What are we looking for?
Payroll C10:C19C4C10:C17C10:C11Payroll Systems and CRM/Workflow tools (SAP, Workday, Oracle)HRO DomainCRM/Workflow tools (SNOW, Astute, Zendesk, Siebel)MS OfficeEmail Writing SkillsProblem solving skills (Analytical skills / Collabrative thinking/ Adaptable to change)Verbal Communication :Sentence Mastery, Vocabulary,Fluency,PronunciationCustomer Service SkillsKnowledge on Telephonic Software

Roles and Responsibilities: 1. Read, understand and analyze client process as per the business rules as a subject matter expert.2. Execute the process accurately and timely as a hands on processor.3. Master the given process and help the team members to overcome process related queries 4. Escalate issues and seek advice when faced with complex issues/problems.5. Pay close attention to quality of written and verbal English skills within Team.6. Creates a logical plan, realistic estimates and schedule for an activity or project segment.7. Ensure LWI's are followed and updated regularly and train the team members on process updates.8. Ensure process controls are in place; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.9. Perform "Root Cause Analysis" on issues faces and suggest appropriate corrective action for current remediation and future control. 10. Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls 11. Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.12. Participates in various internal or client initiatives related to Process.13. Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent. 14.Review Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) scores to identify patterns and areas for improvement.15. Conduct regular audits of payroll transactions and helpdesk responses to ensure high-quality service and compliance with payroll standards.16. Provide feedback to the team on improving service quality based on customer feedback and audit results.17. Track and analyze helpdesk performance metrics, aiming to enhance service delivery and customer experience.


Qualifications

Any Graduation